EE Broadband Router Periodically Cutting Out

[Louioo]

Hey,

I've noticed recently that during the day, and random occassions at night, my EE Broadband Router will cut out and go from a solid green light, to a flashing orange light before turning back to orange and then solid green. I am not sure what is causing these issues, but it is very annoying given that every time I do the SMS Help option, I get told it's a BT issue and then subsequently there is no issue.

There are no patterns in this activity, it is completely random. The signal cuts out for about 5 minutes then restarts itself. From what I can see, there is no clear works taking place in my area and I am the only person living in the property, so it isn't even to do with extreme heavy usage etc. 

[Mustrum]

@Louioo  jave you spoken to the Broadband Care Team to get more information on the problem and what can be done about it?

Contact us about your broadband and landline

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2. If you need an engineer, we’ll text you in 15 minutes to book a slot.
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[Louioo]

I've used the SMS help thing multiple times, to which the response is "We can see your line is provided by BT..." then I do another refresh and they say the line is fine, when it clearly isn't.

I haven't spoken to anyone over the phone just yet, because I don't have the time to be waiting all day to speak to someone, but it is my next option to try to resolve this. 

[XRaySpeX]

Which EE BB plan have you? Which router?

[JasonN71]

Hi,
I too am experiencing the same issue. Broadband cut out four times last night. Service status kept saying 'connection good', but clearly wasn't.

Same thing you described, "EE Broadband Router will cut out and go from a solid green light, to a flashing orange light before turning back to orange and then solid green"

Did you phone EE to see what the problem was? I haven'r contacted them yet.

Thanks

[Mustrum]

@JasonN71  The flashing orange would suggest a line problem. If it continues then a call to the Broadband Care Team will get an investigation started and engineer out if needed.

[Danielmcg2020]

Defective smart hub.

[DD1172]

I had the exact issue. All the EE technical helpline would do is reset the device but the problem persisted. Eventually I took it into an EE store and asked them to check it. They reported 2 weeks later that they had to replace the motherboard ( under warranty) and updated the firmware. Worked well after that.